Discussions

[JonathanSN]

Hello,

I, like many others here, am incredibly frustrated with the constant audio cutouts (randomly, at least 2-3 times per hour, sometimes 2-3 times every 5 min) while using HDMI sources connected to the TV. This issue is beyond annoying — it's a total "show stopper". (no audio cutout observed when using roku OS, although not using it a lot).

I've gone through all the usual "troubleshooting" steps: swapping HDMI cables, power cycling the Streambar, etc., yet the problem still persists. When I use another soundbar from a different brand with the same TV and cables, it works perfectly — no issues, for years.

What is even more frustrating is reading this issue has been ongoing for years with no real solution. Roku’s typical response of "we will contact you separately" is just lip service — it does little for the community at large, the expected purpose of this site.

If this doesn’t get fixed very soon, I’ll be returning this product while I’m still within the return window. It's a shame because when it does work, the bar offers great value, but this constant audio dropout is unacceptable.

My model 9102EU | SW 13.1.4.1515 | device ID 2E1288XXXXXX

[RokuEmmanuel-D]

Welcome, @JonathanSN.

Thanks for sharing it here in the Roku Community!

We understand you're experiencing an audio issue with your Roku Streambar intermittently cutting in and out. Rest assured that we'll work on this together so you can quickly get back to uninterrupted streaming. 

Have you tried it on a different TV to see if the issue persists? Also, will you please try to do a factory reset on your Streambar and let us know if that resolves the issue? 

We recommend trying these steps and getting back to us on what you find out. 

Regards,
Emman

[JonathanSN]

Hello, thank you for your answer and suggestions.

I did perform a factory reset (you or your tech team should see the logs), and made sure to make 0 settings adjustments.
Same behavior: in less than 10min of video playback through HDMI I get the sound cuts.

I don’t have another TV to test the soundbar, but I would expect that if a type of TV is incompatible with the bar it would be well documented (TCL Google TV 43QLED770 from 2023, it seems you are also collaborating to offer TCL Roku TVs) ?

Also, I forgot to mention in the first message that on top of different cables, I also tested with different HDMI sources (Mac, windows laptop, fireTV stick) and on different HDMI port of the TV.

Please don’t put the issue as “resolved/solution” as soon as you offer a troubleshooting step, as it is not fixing the issue raised (same for other posts, when new joiners expect to see a solution in the "solution" link while in fact it's just a common troubleshooting step suggested, not necessarily solving the issue).

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @JonathanSN!

We truly understand that the above-suggested steps did not resolve the issue. We'll surely take note of the reminders about the posts marked as fixed; we appreciate your feedback. 

Since we've exhausted all the possible troubleshooting steps available, we'd like to bring this one step higher and thoroughly review the problem you're currently running into. To do that, will you please supply the following details below: 

• Roku device model, serial number, device ID, and OS version. (these can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button five times, followed by the Back button five times, and provide us with this ID).

We are dedicated to getting you back on streaming, and having to provide this information will help us kick-start the investigation process. 

All the best,
Emman

[JonathanSN]

Thanks for your follow up and your understanding,

Below are the details requested:

Model: 9102EU - Roku Streambar
Serial number: YL008J114838 (2E1288114838)
Software version: 13.1.4 • build 1515-95
GC version: 12.3.18

ID 38-386-975 at 2024-09-25117:35:422

ID 38-386-987 at 2024-09-25T17:47:422

[RokuEmmanuel-D]

We appreciate you for getting back here, @JonathanSN.

Thanks for supplying all the needed details for the investigation process. We are grateful for your cooperation and your understanding as we work together to resolve this issue. 

We'll pass this over to the relevant team for a thorough review. Rest assured that we will update you as soon as a resolution has been made. 

We hope everything will be sorted out for you soon. 

All the best,
Emman

[JonathanSN]

Hello Emman, thank you for the feedback.
Do you have some news from the relevant teams? Or an estimated time of analysis results?

Here are few other ones which happened from last time (far from exhaustive list):

Timestamp: 2024-09-26T11:21:06Z
Please use issue ID 38-388-041

Timestamp: 2024-09-26T11:27:28Z
Please use issue ID 38-388-047

Timestamp: 2024-09-26T17:42:50Z
Please use issue ID 38-388-422

Timestamp: 2024-09-26T17:59:27Z
Please use issue ID 38-388-439

Timestamp: 2024-09-27T10:01:18Z
Please use issue ID 38-389-401

Timestamp: 2024-09-27T10:04:34Z
Please use issue ID 38-389-404

Best regards

[JonathanSN]

Dear @RokuEmmanuel-D, hope you are doing well
Would you have updates?

For sake of triple-checking, I ordered a brand new overkill Ultra High Speed cable taking 48Gbps (8k 60fps, 4k 120fps), it still doesn’t solve the issue.

Below few new occurrences if it can help.
Without feedback by end of the week I will return the bar to the shop.

Timestamp: 2024-09-27T13:38:19Z
Please use issue ID 38-389-618

Timestamp: 2024-09-30T13:39:042
Please use issue ID 38-393-939

Timestamp: 2024-09-30T13:40:35Z
Please use issue ID 38-393-940

Best regards

[RokuEmmanuel-D]

Thanks for keeping us in the loop, @JonathanSN!

We just wanted to let you know that the team is still actively working on it. There is still no update on the case. However, we will surely give further details as soon as a resolution has been made. 

We are grateful for your additional information, which will help us to investigate the issue more thoroughly. Your patience and understanding are greatly appreciated.

Please let us know if you need more help. 

Thanks,
Emman

[RokuEmmanuel-D]

Hi, @JonathanSN. How's everything going so far? 

This is an update on your case. We wanted to know more about the workarounds you did before as the basis of our relevant Roku team, which is currently actively working on this. 

Are you using an optical cable connected to your TV from your Roku Streambar? We would also like to know if you have tried this on a different TV and if you have experienced the same problem. If not, please try it on a different TV for a while and let us know what you find out. 

Thanks, 
Emman